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Comprehensive and customisable
Incident logging |
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Speed-logging option for Incidents that
come up all the time |
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Easy access to similar Incidents at the
point of logging (for instance, same customer, same location,
same Configuration Item and so on) |
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Fast of linking Incidents to Problems and
Changes by means of 'copy/paste' metaphor. You can also raise
Problems and Changes directly from Incidents with a few clicks. |
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Option to obtain customer contact data,
and company/organisational data, from Active Directory |
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A full range of easy to access key performance
indicators for Incident Managers (we have articles on this subject
on our Blog). |
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Integrated and easily-accessed knowledgebase
search facilities |
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Direct access to diagrammatic representation
of the Configuration Database (CMDB) |
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Access to both remote desktop control tools
or PC diagnostic tools from either Incident logging or Incident
management |
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Time-based escalation management |
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Different options for how you start the
logging process. For instance, start by locating the customer
and Serio will identify the Configuration Item from the CMDB.
Alternatively, start with the CI and Serio will load other data
automatically such as the customer details. |
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Integrated Journal that shows you all the
activities that are happening (the emails you are sending, the
tickets you are logging) as they happen. |
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Sophisticated by easy to use Incident searching
features, using either free-text or Query by Example (QBE). |
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Customisable Incident lists - choose from
over 260 items of data including Incident data, service level
data, CI details, supplier information and more. Icons are provided
to warn you about Escalations and SLA breaches. |
